Complaints handling policy

What to do if you are unhappy about our service

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at that stage.  If, however, you would like to make a formal complaint, then you can read our Complaints Handling Policy here:

Complaints Handling Policy

We are committed to providing a high-quality legal service for all our clients.  If something goes wrong, we need you to tell us about it.  This will help us to improve our service standards.

If you have a complaint about the service you have received from us, or about a bill that we have sent you, please contact us (in writing) and let us have full details of your concerns as soon as you can.  Should your query relate to a bill, you must inform us within a month of receiving the bill.

What will happen next?

Within 5 working days (i.e. excluding weekends and Bank Holidays) of receiving your complaint email or letter we will send you an acknowledgement email or letter.

We will then investigate your complaint.  This will normally involve passing your complaint to the Head of Client Resolution, Richard McDowell (Richard.McDowell@napthens.co.uk) , who will investigate your concerns and will liaise with the member of staff who acted for you, and/or the relevant head of department in order to find out what has happened.

We will then either:

  1. send you a written response to your complaint (to include any suggestions for resolving the matter if appropriate). We will normally do this within 21 days of sending you our acknowledgement email/letter.

or

  1. if we think it appropriate and likely to lead to resolution, invite you to a meeting to discuss, and hopefully resolve, any issue you have raised with us. We will aim to do this within 14 days of sending you our acknowledgement email/letter. Within 5 working days of any such meeting we will then write to you to confirm the discussions at the meeting, together with any solutions agreed.

If we have to change any of the timescales above, e.g. if we need further time to complete our enquiries, we will let you know and will explain why.

If, once you have received our response you are still not satisfied you have the opportunity to contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint.  The Legal Ombudsman does set certain restrictions on the complaints which can be considered, and any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final response to your complaint.

For further information you should contact the Legal Ombudsman on 03005550333 or you can email enquiries@legalombudsman.org.uk or at the address given above.

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